Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Currently at all-time peak NRR of 100.0%.
8x8 is above the Customer Engagement Public median by +2.0pp (cell median: 98%)
8x8 (EGHT) is a customer engagement company at the public stage. As of its most recent disclosure (FY2026-Q1), 8x8 reported a Net Revenue Retention rate of 100.0% - a mid-pack result for B2B SaaS at this segment.
8x8 is currently at or near its all-time NRR peak.
Within its peer set (customer engagement companies at public stage in the $25k-$100k acv band), 8x8's NRR is roughly in line with the cell median of 98%. Compare against the full peer cell aggregate for distribution and top performers.
CS team segments: Strategic · Enterprise · Mid-Market · SMB
Education programs: 8x8 App Store
CCO: Stephen Hamill — Chief Revenue Officer (since 2025)
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Completed the final upgrades of Fuze customers to the modern 8x8 communications platform.
"completion of the final upgrades of Fuze customers to the 8x8 platform. Every 8x8 customer is now on our modern"
Implementing AI-driven automations to allow the customer success organization to scale.
"AI-driven automations that allow us to scale our customer success organization."
Launching a free version of WFM to all Contact Center customers to drive adoption and replace spreadsheets.
"We're making Workforce Management available free of charge to all of our Contact Center customers"
Upgrading remaining Fuze customers onto the 8x8 Platform by calendar year-end.
"We are on track to move the remaining Fuze customers onto the 8x8 Platform by calendar year-end."
Challenges acknowledged by management. Useful peer signals — your team is probably not alone.
Not all remaining Fuze customers elected to upgrade, resulting in higher churn.
"not all the remaining Fuze customers elected to upgrade, resulting in higher churn in Q3"
Revenue from Fuze customers is declining as they are migrated or churn.
"Service revenue remaining on the Fuze platform declined to approximately 3% of total service revenue"
Customers right-sizing seat counts after rapid pandemic-era expansion.
"we are seeing some rationalization of seats driven by the economic situation"
Curated quotes about customer outcomes, retention, renewals.
"We know the more products we sell customers, the stickier they are, the higher the LTV, the higher the average revenue per customer."
"Our retention rates are going up as we get more multi-product customers."
"We can now focus 100% of our energy on growth and customer success rather than managing legacy infrastructure."
"All of our top 20 customers now have multiple products... This results in substantially higher revenue, customer satisfaction, and retention."
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